The Consumer Protection Act, 2019 (CPA 2019), which replaced the 1986 Act, is one of the most significant pieces of consumer legislation in India's history. It introduced product liability claims, class action suits, unfair contract terms, and a Central Consumer Protection Authority (CCPA) with suo motu powers. It also substantially revised the three-tier redressal structure — District, State, and National Consumer Disputes Redressal Commissions — with enhanced pecuniary limits and e-filing capabilities.
Who is a "consumer": A consumer is any person who buys goods for consideration — not for resale or commercial purpose — or hires services for consideration. The 2019 Act expanded the definition to include e-commerce purchasers and online service users. A person buying goods for self-employment purposes (like a farmer buying a tractor for personal farming) is also a consumer. However, a business entity buying goods for further commercial use is excluded from consumer forum jurisdiction.
Jurisdiction and pecuniary limits: (1) District Commission — complaints where the value of goods/services and compensation claimed does not exceed Rs 50 lakh; (2) State Commission — complaints between Rs 50 lakh and Rs 2 crore; (3) National Commission (NCDRC) — complaints above Rs 2 crore. The complaint must be filed within 2 years from the date on which the cause of action arose, though delay can be condoned for sufficient cause.
Filing procedure: Under the 2019 Act, complaints can be filed: (i) in writing before the appropriate Commission; (ii) electronically through the E-Daakhil portal (edaakhil.nic.in); or (iii) by registered post. The complaint must contain details of the complainant, the opposite party, the facts of the case, the reliefs sought, and supporting documents. No advocate is required — the consumer can appear in person.
Mediation under CPA 2019: The 2019 Act introduces Consumer Mediation Cells attached to each Commission. Upon receipt of a complaint, the Commission may refer it to mediation if both parties agree. Successful mediation settles the dispute without a hearing and the settlement is passed as an order of the Commission. This significantly reduces timelines for straightforward cases like product defects, insurance claim rejections, and builder-buyer disputes.